Release Notes

The Documentation Updates section provides a clear and chronological log of all updates made to live documentation across the Thinkrr knowledge base. This helps users and team members stay aligned with the latest content releases, status changes, and new resource additions. Each entry includes the document title, a direct link, update status, and any relevant notes such as renames or changes in scope. Use this section to track progress, review completed work, and ensure you’re referencing the most up-to-date documentation.

Updates

Stay up to date with recent additions and improvements to Thinkrr’s documentation and support resources.

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2025

September

September 15th

Feature Releases

• Call History Refresh & Insights
  • New sortable table (default = most recent), column show/hide with saved preferences, and improved filters.
  • Redesigned drawer with Call Summary (now includes recording) and Call Details tabs.
• Receptionist Agent Updates
  • Call Transfer improvements:
    • “Business timezone” moved into transfer setup and marked as a mandatory field.
    • Mandatory fields clarified (Agent Guidelines is not required).
    • Removed outdated instructional text.
• AI Copilot for Inbound Agent Setup
  • Available only on newly created Inbound Receptionists.
  • New Copilot modal lets users speak naturally to a virtual agent within AVA to auto-fill key inbound agent fields (e.g., greetings/openers).
  • Users can have the AI agent fill in the rest of the fields for them as a starting point if they’re in a hurry.
• AVA is now a Standalone Platform
  • AVA accounts can now be created and used **without **a mandatory GHL connection.
  • Simplifies onboarding for new users, while GHL can still be connected later via Integrations or contextually when needed.
• Stripe Connect Improvements
  • Fix for country lock-in during setup: users can now reset and change set-up.

Bug Fixes & Quality Improvements

• Platform performance optimizations → faster UI responsiveness and improved reliability across agent setup and campaign management.
• Stripe Connect setup flow polished to reduce friction.
• Fix deployed for Marrisa to prevent unexpected accent changes.
• General stability fixes across account management, campaign data fetching, calendar links, reporting, Smart Actions, and call history accuracy.
• White-label backwards compatibility and UI upgrades for automated payments.

September 1st

Feature Releases

• Agent Guidelines

  • New optional Agent Guidelines field added across all outbound projects scenarios
  • Lets users provide behavior constraints and small notes for agents.

• Inbound Agent Call Transfer Hours

  • Added ability to configure business/availability hours for inbound call transfers
    • Prevents disruptive off-hour transfers (e.g., 3 AM calls)
    • Agents instead offer alternatives (e.g., take a message or email) outside configured hours
  • Supports multiple call transfers with unique hours per recipient; executes in order of precedence if conditions overlap

• Calendar Health Check

  • New visibility into integrated calendars
  • Surfaces issues like:
    • No upcoming availability
    • Fewer than 5 available slots in the next week
    • No availability for 2+ months
  • Provides severity-based error or warning messages to help diagnose call failures

• Ability to Add More Knowledge Packs

  • Users can now:
    • Upgrade plans to increase included packs
    • Purchase additional Knowledge Packs individually
    • Use new transfer back to primary function for sub-accounts to reassign unused packs
  • Additional Knowledge Packs are $16/month

• Sales Coach Role Adjustments

  • Actions streamlined to reflect intended usage
    • Removed: Real-time booking and call transfer
    • Retained: Notify the representative only

• Fast Login Experience

  • Simplified onboarding flow for new users purchasing via landing pages

  Bug Fixes & Quality Improvements

  • Removed HTML formatting from text fields in GHL
  • Fixed campaign data fetching issue in AVA
  • Fixed issue with empty time zones for system-generated contacts
  • Corrected primary account determination in /agency-subaccounts API (account manager table)
  • Fixed incorrect agency profits display in the account manager
  • Resolved Google Calendar meeting link issue
  • Fixed campaign report download failures
  • Addressed Smart Action malfunction in production
  • Corrected Call History showing incorrect data in AVA
  • White-label backwards compatibility and UI upgrades for automated payments

August

August 11th

Feature Releases

• Editable Knowledge Packs
  • Users can now edit existing Knowledge Packs to add or remove files without deleting and recreating them.
  • Edits do not consume additional plan allocation.
  • Plan limits:
    • Agency Unlimited and Business Growth: 2 KPs
    • Agency Lite and Business Professional: 1 KP
  • Knowledge Pack Credit Counter & Allocation
    • New section displays total, in-use, and available Knowledge Pack credits
    • Ability to allocate available credits to sub-accounts via the Payments page.
    • Assigned Knowledge Packs **cannot **be reassigned without assistance of the support team.
• Web Widget Enhancements
  • UI now supports light and dark modes.
  • Agent visual customization:
    • Choose from preset idle and speaking images to customize your agent’s appearance
    • Changes appear only on deployed web widgets
  • New text configuration (Overlay mode only):
    • Title: 16-character limit
    • Description: 23-character limit
    • Live preview included; input blocked once limits are reached
    • Whitespace and special characters allowed; tab spaces are not
  • Inbound Action Improvements
  • The configuration flow for inbound agent actions has been redesigned for clarity and control.
  • Each action now uses a toggle switch:
    • Turning the toggle on opens a side panel where the action can be configured
    • Once saved, configurations are retained, even if the action is later toggled off
    • Re-enabling the toggle immediately reactivates the saved setup without needing to reconfigure
• Outbound Campaign Status Improvements
  • New Pickup Rate column shows percentage of contacts successfully reached:
    • Includes pickups, voicemails, and booked meetings
    • Formula: Reached ÷ Attempted
  • All statuses now include hover tooltips for clarity
  • Status updates:
    • Executed renamed to Complete
    • Ended added as a new manual stop status

Bug Fixes & Quality Improvements

• Added “Phone Agent Only” label in Call Settings
• Fixed minor validation and UI layout issues in file upload and campaign modals

July

July 25th

Feature Releases

• Edit Project Name from Dashboard
  • You can now rename any project directly from the three-dot menu on the AVA home screen.
  • Opens an inline input field with Save and Cancel buttons.
  • Replaces the previous workflow where project names were fixed post-creation.
• Updated Download Results for Campaigns
  • The Download Results button on the Project > Campaign page has been fixed and updated.
  • CSV includes: Project Name, Campaign Name, Start Time, To, From, First Name, Last Name, Email, Status, Duration, Sentiment, Appointment.
  • Appointment field displays a timestamp or “No information provided”.
  • Download is available for:
    • Completed campaigns
    • Paused campaigns (if they contain at least one call record)
    • In-progress campaigns (shows the most recent data)
  • No file is generated for campaigns with no call history.
• Agent Voice and Caller Name Fallback
  • “AI Assistant” has been relabeled to “Agent Voice” across all views.
  • If Caller Name is left blank in campaign settings, AVA will now default to the Agent Voice name for outbound calls.
• Ability to create a Knowledge Pack
  • In our initial rollout this is supported for Business Growth and Agency Unlimited plans. One Knowledge Pack per subscription.
  • Knowledge Packs unlock the ability to upload files or URLs for either outbound, inbound and web calls.

Bug Fixes

• Restored sticky behavior for the bottom bar on collapsed campaign pages.
• Fixed dropdown close behavior for Current Period on the agency admin screen.
• Resolved inconsistent font sizes and weights across admin and partner dashboards.
• Campaign Delete button is now correctly styled as red.
• Corrected fallback logic for Caller Name when left empty.
• Removed pagination display when only one item is present in a list.

July 18th

Feature Releases

• Starter Agent for New Users
  • All new AVA accounts (Agency, Business, or Sub-account) now receive a pre-built inbound agent immediately after sign-up.
  • Designed to improve onboarding by letting users test AVA instantly.
  • Includes:
    • Default phone agent with pre-filled configuration
    • Auto-created contact based on onboarding details
    • Agent can be deployed after attaching a number
    • “Test Agent” button visible directly on the dashboard
• Call Settings: End Call After Silence
  • New setting for inbound and outbound agents to automatically end calls after inactivity.
  • Prevents wasted minutes on dead air or spam calls.
  • Configurable durations: 30, 60, 90, or 120 seconds
  • Applies to:
    • Web Widget
    • Inbound Calls
    • Outbound Campaigns
• Inbound Notification Email Template Update
  • Applies when the “Notify Representative via Email” smart action is enabled.
  • Refined design includes:
    • Call duration, contact name, agent name, and sentiment
    • A Key Points section
    • Direct Call History link to the specific call
  • Addresses formatting issues and improves follow-up clarity
• Improved Agent Cards on Home Screen
  • Agent cards now show type badges (Phone, Web, or both)
  • “Test Agent” button added to allow instant simulation
  • Call History access moved to the three-dot menu (⋮)
• Contact Source Tracking (“Added From” Column)
  • Contacts now display where they came from:
    • Web Widget
    • Manual Entry
    • CSV Upload
    • CRM Integration
  • Helps eliminate confusion caused by anonymous +1 entries
• Contact Deduplication for Web Widget
  • Web Widget now checks both phone and email before creating a new contact
  • Matching both fields prevents duplicates
  • Blank-number contacts are labeled “No Phone Number”, with a tooltip
• Scenario Creation Flow Simplified
  • Users now only need to enter the project name—description is no longer required
  • Also fixed a state-retention bug when canceling a new scenario
• Global Mandatory Field Indicator
  • All required fields now marked with a red asterisk for clarity
  • Applies platform-wide and replaces the prior black marker system
• Mandatory Field Fix: Client Follow-Up Scenario
  • The following fields are now required:
    • Sentiment Response (Positive, Neutral, Negative)
    • Follow-Up Message (Positive, Neutral, Negative)
  • Prevents issues like AVA saying “slash slash” during test or live calls
• Inbound Agent Settings Menu Repositioned
  • The Settings button for inbound agents is now located at the top of the agent configuration screen for easier access
• Stripe Connect: White-Label Billing Branding
  • Available for Agency Unlimited accounts using Stripe Connect
  • Agency branding now appears on client bank statements, replacing Thinkrr branding

July 8th

Core Features

Outbound Calling

Document Name	New	Renamed From
Generic Outbound Scenario with Cold Transfer	Yes

Feature Releases

• Generic Outbound Scenario with Cold Transfer
  • A new outbound scenario that supports real-time cold transfers to live agents.
  • Fully customizable identity, tone, pitch, call flow, and transfer logic.
  • Perfect for converting high-intent leads in the moment.
  • New configuration fields allow you to:
    • Set transfer triggers
    • Specify target phone number
    • Define what to say before the transfer
  • 📌 Reminder: All calls using this scenario are tracked in Call History, where users can:
    • Review summaries
    • Listen to recordings
    • Read AI transcripts

July 4th

Feature Releases

• Global Help Documentation Integration
  • Contextual documentation links now appear throughout the AVA interface.
  • Allows users to instantly access setup guides, usage tips, and troubleshooting articles without leaving the app.
  • Only available to Business and Agency accounts — subaccounts do not see Thinkrr documentation links.
• Sidebar Menu Renamed: Help → Resources
  • The sidebar item formerly labeled Help is now called Resources.
  • The menu includes:
    • Access to official documentation
    • Direct link to the Community Hub
    • Shortcut to submit a support ticket
• Automated Cancellations via Profile Settings
  • Certain plans can now be canceled directly in-app via Profile Settings → General.
  • Cancellation flow includes:
    • Reason selection prompt
    • Immediate on-screen confirmation
    • Email confirmation
  • Cancellation effects:
    • Account remains active until end of billing period
    • Users can reactivate before renewal date
    • All sub-accounts tied to the primary account are also canceled
  • Eligible plans:
    • Business Kickstart
    • Business Starter
    • Agency Kickstart
    • Agency Lite
  • Manual cancellation still required for:
    • Professional
    • Business Growth
    • Agency Unlimited
    • Agency Partner (legacy)

If your plan still requires manual cancelation and you wish to cancel your subscription, submit a ticket with your request at https://thinkrr.ai/support

• New Call Statuses Added
  • Call Transfer:
    • Tracks successful cold transfers made by the AI to a live agent.
    • Provides clarity in reports that previously showed ambiguous outcomes.
  • IVR Detected:
    • Indicates the call was routed to an Interactive Voice Response (IVR) system.
    • Helps teams filter out wasted minutes and improve routing automation.
• Removal of Campaign Action Buttons
  • Execute and Pause buttons have been removed from the Project view screen.
  • Prevents accidental actions and simplifies UI in edge-case campaign states.

Documentation Updates

• Updated Plans for Agencies and Businesses
  • Includes new Cancellation section with plan-specific behavior and post-cancellation grace period
• Updated Call Status Definitions
  • Includes new statuses: Call Transfer and IVR Detected
• Minor updates across multiple documents to reflect:
  • Sidebar menu updates (Resources tab)

June

June 19th

Best Practices

Setting Up Projects

Document Name	New	Renamed From
Avoid [object Object] Errors	Yes

Feature Releases

• Small Screen Splash Screen
  • On mobile, tablet, and small-width desktop views, a new splash screen now appears to indicate that AVA is desktop-optimized.
  • This screen is white-labeled and replaces the broken UI experience.
• Web Widget: Justification/Overlay Feature
  • Added support for overlay mode where the widget can float and follow the user across the page.
  • Justification controls added — you can now position the widget (left, right, center) without modifying your site code.
  • Includes Reset to Default button to clear justification and overlay settings.
  • The Reset to Default option also clears:
    • Widget background color
    • Speaking animation
    • Size settings
• Inbound Agent UI Overhaul
  • New design layout for inbound agent setup and editing.
  • Includes:
    • Input hint text for all fields
    • Rich text support in multi-line inputs
    • Highlighting of incomplete fields
    • Expansion toggle for larger input editing
  • Changes reflected in the following documentation:
    • Creating an Inbound Agent
    • Web Widget
    • Receptionist role
    • Creating an AVA Agency Account
    • Assignment & Management
• White Label Improvements
  • Subdomain enforcement: All custom domains must use valid subdomains (e.g. app.yourcompany.com). Root domains are no longer supported and will fail verification.
  • Visual progress tracking: Orange dots now indicate incomplete steps beside each tab.
  • Step gating: You must complete Step 1 before proceeding to Step 2 for both Domain and Email tabs.
  • Email tab now displays a persistent banner showing which email address system emails will come from.
  • UI access change: White Labeling is now accessed via a hover menu at the top of the sidebar (under agency name), not a static link.
  • Access control:
    • Agency Unlimited users can view the White Labeling page.
    • Business users can only access /profile-settings.

Documentation Updates

• Updated Creating an Inbound Agent to reflect the new configuration UI and restructured “Assigning Actions” as its own step.
• Updated Web Widget documentation to include:
  • Overlay vs embedded deployment options
  • Justification controls
  • Chrome extension warning in overlay mode
  • Reset to Default clears all display and positioning settings
• Updated Creating an AVA Agency Account to reflect inbound UI updates in account onboarding.
• Updated Receptionist role configuration fields to match the new input structure.
• Updated Assignment & Management for phone numbers with inbound setup visuals and terminology.
• Added clarification to White Labeling documentation:
  • Subdomain requirement and root domain rejection
  • Step-by-step flow and visibility based on agency type

June 5th

Feature Releases

• New Call Settings Panel in Campaign Management:
  • Noise Isolation Mode.
  • Maximum Call Duration limits.
  • Background ambient sound options.
  • Background sound volume slider.
• Web Widget Copy Update:
  • Updated copy to clarify that Call Transfer is not supported on Web Widget deployments.

Improvements & Backend Updates

• CSV Import Flow Improvements:
  • Prevents uploading the same file twice.
  • Allows multiple files to be uploaded.
  • Auto-detects timezone from imported contact CSV.
• Global & Scenario Contact Selection Updates:
  • Improved Select All functionality for Global Contacts and Scenario Contacts.
  • (Note: Campaigns and CRM Imports not affected.)
• Managed Actions UX Update:
  • Updated back button behavior to prevent accidental data loss on navigation.
• UI Bug Fixes:
  • Global Contact bottom bar positioning fixed for better visual alignment.

Documentation Updates

• Fully restructured Campaign Management documentation:
  • New separation of Campaign Settings, Call Settings, Campaign Configuration, and Contacts.
  • Added advanced Call Settings panel: Noise Isolation Mode, Max Call Duration, End Call on Silence After, Background Sound, Background Sound Volume.
  • Updated configuration walkthrough with clearer A/B testing examples.
  • Expanded FAQ including explanation of Campaign Settings vs Campaign Configuration.
• Merged and consolidated Phone Number Management documentation:
  • Combined Multiple Phone Numbers Support, Number Assignment, and Area Code Selection into new document: Assignment & Management.
  • Slightly revamped Twilio Integration documentation for clarity.
• Minor content and screenshot updates across:
  • Projects
  • Creating an Inbound Agent
  • Campaign Management

Document Changes

Home Page & Onboarding

Document Name	New	Renamed From
Creating an AVA Agency Account	Yes

Core Features

Phone Numbers

Document Name	New	Renamed From
Assignment & Management	Yes	Multiple docs merged
Twilio Integration	No

Outbound Calling

Document Name	New	Renamed From
Campaign Management	No
Projects	No

Inbound Calling

Document Name	New	Renamed From
Creating an Inbound Agent	No

May

May 23rd

Core Features

Outbound Calling

Scenario Overview

Document Name	New	Renamed From
Generic Outbound Scheduler	Yes
Appointment Reminder	Yes

Information Architecture Updates

• Reorganized Interaction Data Features
  The following documents have been moved to a new category:

Document Name	New	Moved From	Moved To
Call Statuses	No	Outbound Calling	Interaction Data Management → Contact & Data Flow
Call History & Recording	No	Outbound Calling	Interaction Data Management → Contact & Data Flow

May 22nd

Core Platform Announcements

• The promotional period for the Web Widget has now ended
  By creating and enabling the Web Widget, all inbound and outbound calls, as well as conversations through the widget, will now be billed at a reduced rate of $0.16 per minute.

This pricing logic is applied per call, based on the widget’s status at the end of the call.

⚠️ If the widget is disabled or there’s a sync failure, calls are billed at the default $0.16/min rate.

• New: Bucket-Based Minute Consumption Model
  AVA now uses a bucket system to track and apply minutes. You may have minutes from different sources, each with their own rate (e.g., standard, discounted, or bulk).

  The system will always consume from the lowest-cost bucket first, maximizing your value. For example:

  • Bulk minutes purchased at $0.09/min are used first.
  • After those are depleted, usage switches to $0.16/min buckets — depending on whether the widget is active.

  Full billing mechanics, including buckets, fallback behavior, and live rate display are explained in the Minute Pricing & Discount guide.

  • Scenario UI Overhaul Completed All Scenarios in the AVA platform have been updated to use a new section-based UI for organizing user input fields. This dramatically improves clarity and onboarding. Each scenario now clearly segments configuration into intuitive categories (e.g., Opening Script, Meeting Details, Call Intent), helping users understand what’s customizable and how it impacts call behavior.
  • Inbound Agent Improvements Inbound AI Agents have received substantial backend improvements. These include:
    • More accurate language generation for complex user inquiries
    • Faster fallbacks and better handling of unexpected inputs
    • Call transfer bugs resolved for all agents using warm handoff flows

  Usage & Billing

  Minute Consumption

  Document Name	New	Renamed From
  Minute Pricing & Discount	No	Pay-as-you-go System

May 14th

Best Practices

Setting Up Projects

Document Name	New	Renamed From
Adjusting Agent Pronunciation	Yes

May 1st

Core Features

Contact Management & Data Flow

Document Name	New	Renamed From
API Key Generation	Yes

Best Practices

Setting Up Projects

Document Name	New	Renamed From
Scripting, Prompting & Information	Yes
Testing Procedure	Yes

Agent Updates

• Carla: Portuguese → Brazilian
• Keren: Portuguese → Brazilian

New Agent Expansion

There are 52 new agents added across 14 languages:

• Spanish – 7 agents
• Portuguese – 5 agents
• Chinese – 4 agents
• Italian – 4 agents
• Korean – 4 agents
• Polish – 4 agents
• Russian – 4 agents
• Turkish – 4 agents
• Vietnamese – 4 agents
• Hindi – 3 agents
• Japanese – 3 agents
• Dutch – 2 agents
• French – 2 agents
• German – 2 agents

April

April 29th

Core Features

Contact and Data Management

Document Name	New	Renamed From
Contact Import & Export	Yes

Usage & Billing

Agency Features

Document Name	New	Renamed From
Sub-Account Management & Monitoring	Yes

April 24th

Product Overview

Getting Started

Document Name	New	Renamed From
AVA	Yes
NIKO	Yes
Agencies	Yes
Businesses	Yes
Plans for Agencies and Businesses	Yes

Key Benefits

Document Name	New	Renamed From
Customer Service Automation	Yes

Core Features

Inbound Calling

Document Name	New	Renamed From
Web Widget	Yes
Abilities & Actions	No
Roles	Yes
Receptionist	No	Roles - Receptionist
Sales Coach	Yes

Outbound Calling

Document Name	New	Renamed From
Projects & Scenarios	No
Campaign Statuses	No
Call Statuses	No
Call Scheduling	No
Custom Multi-Topic Scheduler	No
Recruitment Outreach Scheduler	No
Event Attendance Confirmation	No
Client Follow Up	No	Client Follow-up (SMS Only)
Generic Outbound Scenario	Yes
Standard Scheduler With Warm Transfer	Yes
Real Estate Market Engagement	Yes
Generic Sales Closer Scheduler	Yes
Real Estate Interest Qualifier Scheduler	Yes
Data Collection	No	Data Gatherer

Voice & AI Capabilities

AI Assistants

Document Name	New	Renamed From
Voices and Languages Selection	Yes	Accents & Voices

Support & Resources

Support Channels

Document Name	New	Renamed From
Virtual Support Agent	Yes
Support Ticket System	Yes	Help Ticket System
Community Forum	Yes
Thinkrr Think Tank Webinar	Yes	Weekly Webinar
Documentation Update	Yes

Training Resources

Document Name	New	Renamed From
Video Tutorials	Yes